Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327600 ↗ ServiceMax

Oak Street Health • Virtual Tech - Field Repair • P3

📍 Oak Street Health - Frick Park — 520 Penn Ave, Wilkinsburg PA, 15221-2117

Dec 22, 2025 → Dec 30, 2025

✅ Completed
P3 3 business days from creation
Target: Dec 25, 2025
🕐 Clock stopped: Completed (Dec 30)
✗ SLA Missed (5d late)
Dispatch 0.0d
Coordinators 7.8d
Field Work 1.0d
Billing 3.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.8 days
Over SLA
Field Work
1.0 days
Billing
3.0 days
Over SLA
Created: Dec 22, 2025 Due: Dec 26, 2025 Completed: Dec 31, 2025 (4 days late)
📅
6.9 days Total Age
⏱️
5.9d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
6.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00553479
Oak Street Health - 24 Hour - 131237: New Work Order Assigned
Closed
Work Order #131237 Work Order Description: The new freezer for our lab was delivered but needs installed.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Marybeth Todd
Owner
Virtual Tech
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327600 (current) Invoiced
Virtual Tech - Field Repair • Pero Popovic
Created: Dec 22, 2025 • Closed: Dec 30, 2025
Completed with minor delays
Invoiced • 143 days old
🚨
Primary Delay 5.9 days stuck in "Scheduled"
⏱️
Total Delay 6.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
1.5d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/23/2025 LHill-sent email to Marybeth Todd-We can have a tech osite 12/30 with arrival between 11-12.


12/23/2025 LHill-rec'd email from Marybeth Todd-

Tuesday morning, 12/30, would work best for us. We open at 8am.

Let me know an estimated time of arrival for your technician so I can let Jamie (our VP) know, as he's covering my center next week while I'm on vacation.

See logged email.


12/23/2025 LHIll-sent email to Marybeth Todd asking which day next week is good to schedule.


12/22 MOwens Sent email to Marybeth Todd asking to schedule the service visit for first available next week.

🔧 Work Performed
Unpacked and inspected new refrigerator. Assembly door handle and adjusted temperature set point per customer requirement (36-43 F) Performed electrical safety test and temperature
🔍 Technician Findings
check in with staff regarding installation of new refrigerator
⚠️ Problem Description
Work Order #131237 Work Order Description: The new freezer for our lab was delivered but needs installed. https://www.ebiotrack.com/workorder.php?wo=70505

Timeline

📞
Case Linked Dec 22, 11:21 AM
Case Number: 00553479
Subject: Oak Street Health - 24 Hour - 131237: New Work Order Assigned
Status: Closed
📋
▶
2 Work Order Created Dec 22, 11:42 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 22, 3:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 19m
👷
▶
3 Technician Assigned Dec 23, 11:37 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Laura Hill
From: Assigned
To: Scheduled
Duration in Previous: 20h 36m
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-12-30T16:30:00.000+0000
⚠️ 6.0 business days
🔧
▶
2 Status: Tech On Site Dec 30, 10:42 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 3.7166666666667, 212
⏱️
▶
2 Labor Added Dec 30, 12:26 PM
Labor Added → Status: Completed
✔️
Status: Completed by Pero Popovic
From: Tech On Site
To: Completed
Duration in Previous: 1h 44m
🏁
Status: Closed by Pero Popovic Dec 30, 7:05 PM
From: Completed
To: Closed
Duration in Previous: 6h 38m
📄
Status: Ready to Bill by Diane Patton Dec 31, 10:37 AM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 32m
⏳ 3.0 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:11 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2d 7h
💰
▶
2 Status: Invoiced Jan 2, 6:30 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-250448

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 8.0 business hours
Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00553479
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Pero Popovic
Scheduled
Dec 30, 11:30 AM
Created
Dec 22, 11:42 AM
Invoice #
SM-250448

Work Details (3)

Name Type Status Qty Amount Date
WL-03049635 Labor Open 3.7166666666667 $459.64 Dec 30, 10:43 AM
WL-03049636 Travel Open 212 - Dec 30, 10:43 AM
WL-03049794 Labor Open 1.7833333333333 $245.14 Dec 30, 12:26 PM

Details